Manager of Patient Experience Improvement & Advisor Programs - Full-Time, Days

Company: University of Chicago Medical Center
Location: Chicago
Posted on: January 23, 2025

Job Description:

Job DescriptionBe a part of a world-class academic healthcare system, UChicago Medicine, as the Manager of Patient Experience Improvement & Advisor Programs for our Adult Inpatient service lines at our main medical campus in Hyde Park, IL. In this role, you will be instrumental in enhancing our standards for excellent patient care for our adult inpatient populations.This position requires you to work onsite at our campus in Hyde Park, IL 4 days per week (5 days during the first 3 months of training). You will need to be based in the greater Chicagoland area.The Manager of Patient Experience Improvement & Advisor Programs will be responsible for managing and facilitating process improvement projects that deliver a measurable impact on quality, safety, efficiency, and patient satisfaction. In this capacity, they will oversee the Patient Experience Advisors and work closely with clinical services to identify improvement opportunities and goals, and partner with them to deliver improvements to clinical and operational processes.Essential Job Functions:

• Team Leadership
  • Lead teams by recognizing varying strengths, skills, needs of the team, and adapt coaching skills to obtain the optimal results from each individual contributor to support the organization and its program.
  • Hire and train new staff, conduct performance reviews, provide leadership and coaching, including technical and personal development programs for team members.
  • Process Improvement Application & Technique
    • Develop and implement tools and techniques for improvement and scale them throughout the organization.
    • Equips and enables teams with best practice solutions and manages selection and implementation strategies.
    • Deploys process improvement methods such as Lean and PDSA to advance resolution strategies.
    • Identifies and facilitates process improvement opportunities through conducting metrics analysis, providing project management, and building stakeholder partnerships.
    • Partners with other departments to coordinate implementation of process improvement projects.
    • Facilitates process improvement working sessions.
    • Project Management
      • Develops project plans, timelines and goals.
      • Tracks ongoing progress towards goals and implementation timeline.
      • Communicates project milestones and goals to all stakeholders in a clear, consistent and timely fashion.
      • Estimates the resources and participants needed to achieve project goals.
      • Proactively manages changes in scope, identifies barriers to success, and devises contingency plans.
      • Creates and utilizes standard tools for project execution and management.
      • Communication & Change Management
        • Drive execution of patient experience communication programs to various audiences through the integration of improvement initiatives. Responsible for building leadership/stakeholder partnerships and engagement, providing project management and change management expertise.
        • Sets and continually manages project expectations with team members and other stakeholders.
        • Collaborates with project stakeholders to ensure buy-in and adjusts project plans as appropriate.
        • Identifies and resolves issues and conflicts within the project team.
        • Provides senior leadership with regular updates on project milestones and deliverables.
        • Measurement, Sustainability, and Spread
          • Measures results and implements solutions to ensure sustainability.
          • Partners with other departments to create project dashboards for results communication.
          • Performs other duties assigned.Required Qualifications:
            • A bachelor's degree in the health, hospitality, or business field
            • At least 5 years of project management and change management experience
            • At least 2 years of process improvement experience
            • At least 2 years of work experience in the healthcare setting, ideally within an academic medical center or system
            • At least 2 years of leading and/or supervising others work
            • Experience working with HCAHPS
            • Ability to motivate and engage team members
            • Change management expertise
            • Strong communication, facilitation and analytical skillsPreferred Qualifications:
              • A master's degree in the health, hospitality, or business field
              • Prior work history as a clinical professional
              • Certification in Human Centered Design, PMP, and/or Lean
              • Certification as a professional coachPosition Details:
                • Job Type/FTE: Full-time (1.0) FTE
                • Shift: Days
                • Work Location: Rotational Remote (4 days onsite/1 day remote) Ingalls Memorial
                • Unit/Department: Patient Experience
                • CBA Code: Non-Union
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